Trilochan Pokharel, trilochan.pokharel@nasc.org.np Responsiveness and Trust Building Trilochan Pokharel, trilochan.pokharel@nasc.org.np

Learning objectives At the end of the session, participants will be able to: Explain the meaning of responsiveness Describe three ingredients of responsiveness Analyze the implications of responsiveness in public service delivery Analyze different ways of building trust towards public organizations NASC, 2018

Session outlines Meaning of responsiveness Components of responsiveness Implications of responsiveness in service delivery Ways of building trust towards public organizations NASC, 2018

Why this man spent hours in net practice? Who is this? 18426 (463) 15921 (200) 22 years 91 days 100 62 awards Why this man spent hours in net practice? NASC, 2018

What is key to success in public service? NASC, 2018

Making governance inclusive Gender Equality and Social Inclusion Accountability Responsiveness Inclusive Governance Ethics and Integrity NASC, 2018

What is responsiveness? Listening to citizens Informing citizens Responding to public concerns NASC, 2018

Responsiveness “Listening” refers to civil servants/service providers listening to the feedback and needs of citizens/service users, “Responding” refers to civil servants/service providers taking action to improve public services based on the feedback and needs of citizens/ service users, “Informing” refers to civil servants/service providers providing information to citizens/ service NASC, 2018

What improves responsiveness? Critical questions What improves ‘Listening’ ability? What improves ‘Responding’ ability? What improves ‘Informing’ ability? What improves responsiveness? NASC, 2018

Empathy NASC, 2018

Proactive NASC, 2018

Constructive engagement NASC, 2018

Commitment NASC, 2018

Human face NASC, 2018

Behaviour change NASC, 2018

Some points to think Delivering public services to the people with greater empathy, efficiency and human face In the absence of responsiveness, accountability becomes mechanical Responsiveness brings human sense in the public service delivery Responsiveness demands quality of interaction between a public service organizations and citizens NASC, 2018

Responsiveness in civil service Civil servants in Nepal are generally reactive and process oriented Being reactive keeps the civil servants at distance from the citizen while developing responsiveness encourages them the play the role of facilitator Being responsive for civil servant means reducing gaps between state and the people Responsive civil servants seek opportunities in providing services to people NASC, 2018

Responsiveness... Responsive civil servants show commitments towards national and organizational objectives and respect the rule of law They see people's interest from the human rights perspectives Responsive civil servants create environment for people's engagement in governance system It is to reinforce the role definition of civil service and empower people NASC, 2018

Principles of civil servants Serving the public interest Transparency Integrity Legitimacy Fairness Responsiveness Efficiency and effectiveness NASC, 2018

How does responsiveness improve service delivery Responsiveness in public organizations encourages serving the disadvantages and marginalized community (women, poor and excluded) It is about challenging the restricting bureaucratic behaviours to serve the clients It encourages them to be progressive, anticipative and looking forward It makes the governance institutions, mechanisms, processes and services accessible by clients NASC, 2018

How laws can be implemented Creating awareness Strengthening service delivery mechanisms Capacity building of people Transparency Review and revision of restrictive provisions Political and bureaucratic commitments Monitoring and evaluation NASC, 2018

Trust Building NASC, 2018

Reasons for building trust Building credibility of the public organizations Increasing public satisfaction Encouraging public to demand and utilize public services Quality improvement in public service delivery Constructive engagement Gain public support NASC, 2018

People (Service Provider) How can we build trust People (Service Provider) Process Institution Vision Values Legal & policy documents Structure Integrity and ethics Effective communication Positive attitude Learning attitude Competency Simplifying process Promptness M & E Grievance redress Clear information Trust Building Feedback NASC, 2018

Conclusion Responsiveness is about engagement with people It is foundation of anticipative governance It is about creating trust with people It is to reinforce the role definition of civil servants It is initiating behaviour change for effective public service delivery It is serving for women, poor and excluded with human face and being empathetic NASC, 2018

Thank You NASC, 2018